Question 1

Can I create multiple memberships?

Accepted Answer

As a precautionary measure and to keep the system as streamlined and efficient as possible, you are not allowed to create multiple memberships. If individual members were to have multiple memberships, it would be difficult to follow up on disputes and could lead to false or defamatory allegations being made.

Question 2

Can I file a complaint even if I am not a member?

Accepted Answer

You must be a member to file a complaint on our website because you cannot file a complaint without verifying your mobile phone number. The reason we need to verify your number is to ensure that every grievance is genuine and to prevent the submission of any false or defamatory complaints. This benefits the customer because you can rest assured that all of the brand reviews, complaints and compliments on the site are genuine. It also benefits the businesses, ensuring that they too are addressing real issues and engaging with actual customers. The accuracy of the contact information that you provide when you enroll as a member is essential to the resolution of your complaint, but it is also essential to the integrity of the dispute and resolution process.

Question 3

Why should I become a member?

Accepted Answer

Any company sincerely interested in resolving your dispute may wish to contact you directly in order to do so most effectively. To provide you with the best and most timely resolution of your complaint, you must become a member. Becoming a member is quick and easy and requires very little personal information. Aside from the complaint itself, we will only ask for your name, email address and telephone number. You may or may not wish to fill out a more complete profile, but that is optional.

Question 4

Why is my phone information required?

Accepted Answer

Mobile phone authentication serves several purposes and benefits you directly. First, it is a security measure that ensures you are a real person and that your grievance is genuine. It also prevents the submission of false and defamatory complaints. There are additional reasons that having your number facilitates and expedites the resolution process: Any company sincerely interested in resolving your dispute may wish to contact you directly in order to do so more effectively. Your phone is required so that companies wishing to help you resolve an issue can find your information in the system and track your communications on Xolvie, making the whole process faster and smoother for both parties.

Question 5

How can I change my password?

Accepted Answer

You can change your password by going to the My Profile tab in the drop-down name field at the top right of the Xolvie page. You must, of course, be logged in before you will be able to access your profile and change any information in it.

Question 6

How do I indicate that my complaint has been resolved?

Accepted Answer

If you write an approved thank-you message to the company, your complaint will be marked Resolved . If you fill out a 4-star or 5-star rating form to rate the handling of your resolution, your complaint will also be marked Resolved .

Question 7

Why do you request my name and surname during the registration process?

Accepted Answer

Your name and surname are required so that companies wishing to help you resolve an issue can find your information in the system, respond directly to you in a timely fashion, and track your communications effectively, making the whole process faster and smoother.

Question 8

How do I become a member?

Accepted Answer

It's easy and it's quick. Just click the Sign-Up tab on our homepage. Fill out the membership form by providing a name and email address and creating a password. Then click the Submit button at the bottom of the form. An activation code will then be sent to the email address you used to register. Don't forget: You must click on this code to verify your email address in order to activate your membership. After that, to file a complaint, Xolvie members click only a handful of times to provide a detailed complaint, a title for their complaint and the name of the brand. You may choose to upload any relevant documents or images. Then you simply provide your phone number and enter a verification code.

Question 9

Will anyone else be able to access the personal information (name, surname, email address or phone number) I provided when I registered as a member?

Accepted Answer

We value our privacy and assume that you do too. Xolvie will never give or sell members' personal information to third parties. Of course, Xolvie's mission is to act as a bridge between businesses and consumers. Members' information will be given to companies that are the subjects of complaints so that they may resolve those disputes. There are also legal reasons that demand we give that information to the relevant company. That contact information identifies you in the system so that the company can work with you most effectively to solve the problem. Be aware that when you post a complaint, it will be visible to everyone on the main page in slideshow fashion (as you can see right now), however, the complaint will only include your first or given name. Your last name and contact information will never be displayed and cannot be seen by other members or visitors to the site.

Question 10

Is there a membership fee?

Accepted Answer

Individual Xolvie memberships are always free. Businesses can participate fully in the resolution process free of charge, but they also have the option to pay for helpful tools and analytics that can help them manage the resolution process more effectively.

Question 11

How does the resolution process work?

Accepted Answer

Complaints and comments will be forwarded to the relevant companies and published on our website once the complainant's name/surname registration, mobile phone verification, and the editorial review process (which addresses the editorial and legal suitability of each complaint) are completed. At that point, we will notify the company that it now has the opportunity to resolve a dispute. Xolvie's high Click-Through Rate (CTR) and display rates, meaning the high volume of visitors with eyes on our website, act as incentives for businesses to resolve disputes. That said, however, each company's approach to customers and complaints varies internally. What follows the submission of the complaint depends on each company. If it is a company that prioritizes customer satisfaction and seeks solutions, they will contact you in a timely fashion. That side of the process, however, is owned completely by the company itself. Xolvie provides the tools to communicate, but has no sanctions authority, so we are unable to provide you with further information about whether the company will respond. Either way, you can notify other users of the progress of your dispute by writing in the Reply to the brand section of your complaint after logging into your account. Your survey answers, complainant comments and thank-you messages help us to rate brands publicly, inform other consumers, and influence purchasing decisions.

Question 12

Why is it appropriate to file a complaint?

Accepted Answer

Writing a complaint is important because it allows you to - find a solution to your problem, - assist companies that care about customers and customer satisfaction by identifying flawed aspects of their products and services, and - make other consumers aware of companies that do not make an effort to treat customers well, as well as those that do.

Question 13

Who can file a complaint?

Accepted Answer

Anyone who has an otherwise unresolved problem with a product or service they have purchased can file a complaint by registering as a member and verifying their mobile number.

Question 14

What factors should I take into consideration when describing my complaint?

Accepted Answer

Please consider the following when writing a complaint about any product or service: - Please elaborate clearly on the issue in the complaint form. Describe the problem you've had with the product/service in a clear, concise and easy-to-understand way. Unnecessary details, angry asides and long, run-on sentences make it difficult to understand the problem precisely. Precision and clarity will always help a company to help you more quickly and comprehensively. - State your expectations for resolution. When writing your complaint, make sure to describe clearly and briefly how you expect the problem to be resolved. - Make sure that your complaint is directly related to the product/service you purchased. According to Xolvie's Publishing Policy, you can only file a complaint about a problem with a product or service that you, yourself, have purchased. For example, please do not submit your opinion about a problem that someone else has experienced or a product/service that you did not purchase yourself. - Do not use language that is offensive or aggressive. This may limit your chances of resolution. You may be angry or upset about your problem, and rightly so, but the most effective complaint contains facts and avoids emotion. Insulting the company and its employees or using offensive language can be counter-productive. It will not help to resolve the issue and may diminish your chances of resolution. You must also be aware that complaints containing such language cannot be published on the Xolvie website for legal reasons. - Do not provide personal information like phone numbers or email addresses in your complaint. Due to personal data protection laws, information such as ID numbers, phone numbers and email addresses cannot be shared in the content of the complaint. This is intended to protect the privacy of the consumer. - Make sure that only one company is included in each complaint. You cannot include more than one company name in a complaint because the company has the right to respond to the complaint and only one company can respond to the complaint. - When comparing companies, please don't use words that praise or defame them. These statements are not allowed on the Xolvie platform because they lead to unfair competition between businesses and can potentially turn into a legal issue. The companies' actions and resolutions (and satisfaction ratings) will speak for themselves. - Include documents that will support the complaint and its resolution. Documents validating a complaint, including invoices, order confirmations, receipts, product photos, company correspondence, screenshots, etc., will always help to expedite a resolution. These supporting documents can be uploaded to the complaint form in a photo or video format. In this way, you can help the company to help you. -Re-read your complaint one last time before submitting it. After writing the complaint and uploading supporting material, it is always a good idea to review what you wrote one last time. You may have skipped or mistyped something or you may remember an important point you left out while you were angry or typing too quickly. All of these small errors and omissions may delay the resolution of the problem. - Update your complaint as the process goes forward. You can share news about any progress you have made (or walls you've hit) after posting the complaint. You should always update your current complaint rather than filing a new one about the same problem. This will avoid confusion and delay. As you do this, both the company and other consumers and visitors to the site can see your updates. This may be helpful to all parties involved. - Share on social media to make your complaint more influential. You can share your complaint with more people by sharing it on social media. Just click the Share button on the complaint page. This may help to increase the number of your followers and reach out to people with similar issues. These provisions are important in order to promptly resolve your dispute and to make sure it isn't removed from our platform.

Question 15

Why is there a character limit on complaints?

Accepted Answer

The length of each complaint may range between a minimum of 250 characters and a maximum of 2500 characters. This range is ideal. It makes each complaint easy to read and post and gives companies just the right amount of relevant information to help them resolve the issue. The 250-character minimum allows us to ensure that the complaint contains enough information to understand the situation and to act on it. Ideally, it will contain enough detailed, but succinct, information for the company to easily resolve, or to start the process of resolving your grievance. The 2,500-character limit avoids muddying the issue with peripheral information or emotion, delaying the posting of the complaint, and unnecessarily increasing the workload of the editorial team, which reviews all complaints about editorial and legal purposes. You can write updates to your posted complaint using the Reply to the brand box below your complaint at any time.

Question 16

How can I upkeep my complaint?

Accepted Answer

You can add information about positive or negative progress, or communicate with the company, in the form of updates to your complaint and thank-you messages. To do this, log in and find your complaint in the My Complaints section (accessed via the drop-down menu beneath your member name or photo in the top right-hand corner of the Xolvie website). To add information or messages use Write a reply/ Write a thank-you note section of the Complaint Details page. You can reach the Complaint Details page by clicking on your complaint in the My Complaints .

Question 17

How can I change my complaint?

Accepted Answer

You cannot modify or edit your complaint or comment texts. Instead, to make a change, you can send us a note explaining your request (and including your claim number) via our support desk by emailing support@xolvie.com. If you do this, please include your claim number. A second way to do this is to write a new, revised complaint. Please do not write a new complaint on the same topic, however, until you have deleted your current complaint. This avoids confusion and delay.

Question 18

Why should I add a document to my complaint?

Accepted Answer

Add any new document or imagery necessary if you believe it will make your complaint more effective and expedite the resolution process. Make sure the information is relevant to your dispute. If it is, the more supporting information you can provide, the more chance you will have of a successful resolution.

Question 19

What documents can I add to my complaint?

Accepted Answer

For photos, you can upload files in the .jpeg, .jpg, .gif or .png format. For videos, you may upload files in the .mp4 and .mov formats. The size limit for each file is 100MB.

Question 20

How can I add a file or document to my complaint?

Accepted Answer

When submitting a complaint, you can upload a photo or video to your complaint using the Add Invoice/Photo button in your complaint page. You can also add it later when you reply to the brand in the Complaint Details section. For photos, you can upload files in the .jpeg, .jpg, .gif or .png format. For videos, you may upload .mp4 and .mov file formats. The size limit of each file is 100MB.

Question 21

You have requested a document confirming my complaint. Why?

Accepted Answer

In some cases, Xolvie may request documentation proving that related services have been received in order to avoid unfair claims. It is essential that you submit the requested documents within the specified timeframe. Complaints may be withdrawn from publication if the requested documents are not received by us within the specified period.

Question 22

Why is certain personal information requested, such as my ID number, after I have made a complaint? Will you share this information with anyone else?

Accepted Answer

Occasionally, this kind of identifying information may be requested during the resolution process. It will only be requested if it is necessary to speed up the process. Your personal data will only be shared with the company about which you are making the complaint and will never be disclosed to a third party.

Question 23

Will the complaint I write be reviewed or edited

Accepted Answer

Editors on our editorial team carefully review all written complaints to ensure that they will not be subject to legal intervention. After this verification, the complaint processed by the editorial team will be posted. Please note that complaints containing offensive language intended to insult, abuse, threaten, harass, humiliate, disclose other users' personal information (including phone numbers, email addresses, and company names), or defame any religion, language, gender, race, ethnicity, nationality or group will not be approved by the editorial team. Complaints go through this review phase to avoid legal issues. Our editorial team eliminates possible ambiguities and corrects typographical errors without altering the content, meaning or spirit of the original complaint. They may also remove offensive, humiliating, accusatory, defamatory, abusive or offensive comments. We also do not want to violate trade and competition laws or trademark rights. Statements that include promotional content will be evaluated with these same laws and copyrights in mind. The editorial team will use the title of the complaint as a summary and will try to provide suggestions that could improve the complaint or make it more effective. Please note that you may not use the following words (or their synonyms) - "fraud", "theft", "fraudulent" - to describe individuals or organizations, and we will not publish such statements unless they are registered with a court order. If you believe that the content of your complaint has been changed in error, please contact us to explain your reasoning, and we will re-evaluate our revision. (Whenever contacting us, please include your complaint number.)

Question 24

Does Xolvie edit complaints?

Accepted Answer

Complaints go through a review phase to avoid any legal issues with the complainant. Our editorial board eliminates possible ambiguities and correct typographical errors without altering the content of the written complaint.; They also remove Offensive, humiliating, accusatory, defamatory, abusive or offensive comments. We observe to not violate trade and competition laws and trademark rights. Statements that include promotional content are evaluated to the same extent. We keep the title of the complaint as a summary and strive to provide ideas for the content of the complaint. Please note that you may not use the synonyms "fraud, theft, fraudulent" to accuse individuals or organizations, and we may not publish such statements unless they are registered with a court order. If you believe that the content of your complaint has been changed in error, please explain what is wrong, and we will review your complaint. (Please include your complaint number).

Question 25

When will the company respond to my complaint?

Accepted Answer

Your complaint will be forwarded to the company as soon as it is written. It is important to note, however, that each company's approach to customers and complaints varies internally. What follows the submission of the complaint depends on each company. If it is a company that prioritizes customer satisfaction and seeks solutions, they will contact you in a timely fashion. That side of the process, however, is owned completely by the company itself. Xolvie provides the tools to communicate but has no sanctions authority, so we are unable to provide you with further information about whether the company will respond. Either way, you can notify other users of the progress of your dispute by writing in the Comments section of My Complaints , after logging into your account. Your survey answers, complainant comments and thank-you messages help us to rate brands publicly, inform other consumers, and influence purchasing decisions.

Question 26

The company came back with boilerplate answers or did not respond to my complaint at all. What can I do?

Accepted Answer

Your complaints and comments will be forwarded to the relevant companies and published on our website once the name/surname registration, mobile phone verification, and editorial review process (which evaluates each complaint for editorial and legal suitability) are complete. At that point, we notify the company that they now have the opportunity to resolve your dispute. Xolvie's high Click-Through Rates (CTR) and display rates, meaning the high volume of visitors with eyes on our website, act as incentives for businesses to resolve disputes. Steps taken after this stage of the process, however, are owned by the company internally. What we have seen is that each company has a different approach to customers and complaints.

Question 27

How can I share my complaint with more people?

Accepted Answer

You can get more people involved by sharing your complaint through your social media accounts.

Question 28

How can I contact other members who have resolved an issue similar to, or the same as, mine?

Accepted Answer

You can always contact other members to get resolution or complaint details by writing a comment to your own complaint and inviting others to add their ones, using the Comment box below the complaint, on your My Complaints page (click on your member name or photo in the top right corner of the page to find it in the drop-down menu).

Question 29

How do I evaluate how my dispute has been handled?

Accepted Answer

You can access the Xolvie survey by clicking on the email or SMS link you received from us. After logging into your account, you can also list your disputes on your home page by clicking the My Complaints button in the menu under your profile picture/name. You can then access the survey by clicking the Rate button to the right of the complaint you filled out. For open or unresolved disputes, you can only answer the questions provided. Remember, however, that you can always update your survey answers later.

Question 30

How do I write a thank-you message?

Accepted Answer

You can write a thank-you message in relation to your posted complaint in the Write a reply/ Write a thank-you note section of the Complaint Details page. You can reach the Complaint Details page by clicking on your complaint in the My Complaints . (To reach your complaint page, click on your member name or photo in the top right corner of the page to find the My Complaints option in the drop-down menu.)

Question 31

What can I do to speed up the resolution process?

Accepted Answer

There are a few things you can do to try to speed up the resolution process: - Add documents to your complaint that support your point of view. You can add documents like invoices and order confirmations. Documents that validate or illustrate your complaint, including receipts, order confirmations and screenshots of company communications, make it easier for companies to provide solutions. You can speed up the resolution process by uploading these documents, in photo or video format, to your complaint. - Update your complaint based on any progress that has been made to date. You can always share progress and improvements after your complaint has been published. Instead of writing a new complaint about the same issue, you just need to update the existing complaint. This will allow other consumers and companies to read the progress of your resolution process as well. It also avoids confusion, for everyone, over redundant complaints. - Share on social media to make your complaint more influential. You can share your dispute with more people by sharing it on social media. Just click the Share button on the complaint page. This may help you to increase the number of your followers and reach out to people experiencing similar issues. It also encourages companies to take action to address the issue.

Question 32

How are brand stars awarded?

Accepted Answer

After a complaint is processed, the company will send the complainant a survey. Customer satisfaction scores are calculated based on the questions about customer satisfaction in this survey. Having these questions answered conscientiously is a benefit to both parties and to all visitors to the Xolvie site.

Question 33

How does the resolution process benefit the brand?

Accepted Answer

Xolvie acts as a platform for companies that want to succeed and grow by helping them stay connected to their customers, solve problems and improve their business practices, products and services. On the Xolvie site, companies can view and respond to complaints. A company that responds to, and resolves, complaints is a company that not only shows interest in its customers but is also invariably preferred by potential customers. Businesses can purchase additional paid features provided by Xolvie with their corporate membership. Paid features are tools that include products for professional use, like satisfaction, competitive analysis and advertising tools.

Question 34

Are the thank-you messages written to the brands real?

Accepted Answer

As with all complaint messages, comments, feedback and thank-you messages are carefully vetted by the system and the Xolvie editorial team, which assesses the editorial and legal suitability of each complaint to ensure that the complainant does not face legal issues or interfere with the process by sending unmerited thank-you messages. Any thank-you messages deemed false or fraudulent will be deleted and that member's profile deleted, if necessary.

Question 35

Can companies see my personal information?

Accepted Answer

Xolvie's mission is to act as a bridge between businesses and consumers. Complaints posted on the main page will be visible to anyone visiting the site, but they will only display your first name. Your surname and contact details will never be displayed. Please remember, however, that it is crucial to the resolution process that your full name and contact information be provided to the company that is the subject of your complaint. This is important precisely so that the company can work with you to resolve the issue. It also serves to fulfill obligations to which Xolvie is bound by law, as described in Terms of Use. Your data will never be passed on to a third party.

Question 36

I have been threatened by the brand that I've posted a complaint about. What should I do?

Accepted Answer

Unfortunately, while some companies seek to satisfy their customers by working together in a professional and customer-centric manner, others may want to simply sweep disputes under the rug rather than resolve them. These companies may take legal action or threaten to get your claim removed from the Xolvie site. In such cases, if your claim is not baseless or defamatory and you have documents such as photos, videos, invoices or contracts to support your claim (if relevant), we encourage you to make notes of your exchanges with the company and continue the process. If you have described your dispute accurately, it will most likely be protected by law under the constitutional "right to petition". Keep in mind, however, that you have the responsibility to be as accurate as possible in reporting your dispute, especially because the good reputation and livelihood of these businesses can be affected by public word-of-mouth reports like yours, especially in aggregate on the Xolvie site. Remember, you can always update your survey answers later. You can also log in, find your complaint in the My Complaints section (click on your name at the top right of the page to find it in the drop-down menu), and post in the Write Comment section of your complaint to let other users know about the progress of your complaint.

Question 37

What is Xolvie?

Accepted Answer

Xolvie is a website that allows consumers to file a complaint online when they encounter a defective, flawed, or damaged product or service and allows brands to recognize and resolve the problem. Founded in 2001, Xolvie is the world's first complaint platform and business model, exported from Turkey to the world before the Internet permeated our lives. Xolvie has evolved into a platform where consumers can find solutions to complaints and generate ideas while researching the services they will use. Xolvie also advises brands on complaint management strategies.

Question 38

How does Xolvie work?

Accepted Answer

Xolvie is a forum where consumers can share their grievances relating to any brand and have their disputes resolved. Xolvie works hard to be fair and trustworthy and to provide valuable feedback about brands and businesses. In addition, Xolvie is a platform that is easy to use and free of charge. If you are dissatisfied with the service or a product that you have received from a company, or if you are experiencing an unresolved conflict, you can quickly register as a member of Xolvie and begin the resolution process. Complainants who don’t exist can’t complain, thanks to a system that allows Xolvie to detect fake people and bots by sending a verification code to their phones via text message. Your complaint will not be posted in a raw format. - First, our editorial team will review your complaint to protect you and prevent damage to a brand’s image (which is subject to the law). Once the complaint has been finalized in accordance with laws regulating business and commercial competition and verified for typographical and grammatical errors, it is ready to be posted. This review process usually takes about 24 hours. - Complaints are then sent to the relevant company and made available to thousands of users and visitors to the site at the same time. - Following these steps, the brand, organization or business to which the complaint is addressed has the opportunity to write a solution that will be posted on Xolvie or to discuss the issue directly with the complainant.

Question 39

What is Xolvie's business and revenue model?

Accepted Answer

Xolvie is free for companies and customers. Companies may purchase the features and tools that are available through Xolvie's paid corporate membership. Companies can view complaints, respond through Xolvie Plus: Complaint Resolution Management Application (CRMA) and communicate with their customers for free. When a company pays for a corporate membership, it will include products for professional use and improvement, like satisfaction and competition analytics and advertising tools. At Xolvie, we work with a team of experts to constantly develop the platform and invest in new services.

Question 40

Are companies charged for the feedback they receive on Xolvie?

Accepted Answer

All companies that deal with complaints posted on our website have certain rights, free of charge. These rights include the right to: - Reply to complaints - Request confirmation of complaints - Access complainant information The complainant is legally liable for his or her own complaint. Xolvie serves only as an intermediary and a bridge expediting communications between businesses and our members. At the request of affiliated companies, however, we will continue to check facts and the suitability of grievances and comments under our Publishing Policy. We reserve the right to suspend the grievance process accordingly and at our discretion.

Question 41

Does Xolvie receive money from companies that are the subjects of complaints?

Accepted Answer

There are free services for businesses, as well as paid corporate membership packages. These paid memberships are used to manage the resolution process and for other analytic and reporting purposes. The companies, however, do not ever have the right to remove a complaint. Removal of complaints is only possible under certain circumstances, in accordance with our Publishing Policy, or at the member's request. It is up to the member to send a thank-you message, rate the process or delete the complaint. We encourage our members to make careful judgments and to do as they see fit.

Question 42

Does Xolvie have a mobile app available to corporate and individual members?

Accepted Answer

The Xolvie mobile apps available on Android and IOS are currently undergoing several updates. During this time, you can access our website from your mobile phone, laptop or desktop computer. Our website provides user-friendly services for changing user information and using other complaint-related features.

Question 43

Why don't you have any claims older than five years on your site?

Accepted Answer

Our editorial team has decided that, as part of the legal "right to be forgotten", we will automatically remove any complaint that is more than five years old from our system.

Question 44

What is a duplicate complaint?

Accepted Answer

Complaints recently written to the same company about the same grievance are considered duplicate or redundant and cannot be posted as individual complaints.

Question 45

How do I delete my complaint?

Accepted Answer

After logging in to the Xolvie homepage, you can access your complaint by clicking on the My Complaints button in the menu under your profile picture/name. From there, click on the trash can icon in the lower left corner of your complaint. You can then specify a reason and delete the complaint. If you want to remove the complaint, you will be presented with three options: 1. My dispute has been resolved 2. I will post (this complaint) again with corrections 3. Other If you delete your complaint and indicate the first option ("My dispute has been resolved"), the text of your complaint will be removed after you write a thank-you message. After that, only the thank-you message and a smiley emoji will remain visible on the Xolvie site. If you indicate that you are deleting your complaint for one of the other two options, the complaint will be permanently deleted without any further action required on your part.

Question 46

Why has the posting of my complaint been delayed?

Accepted Answer

Complaints will be forwarded to the relevant company as soon as they are received so that the resolution process is not delayed in any way. In the meantime, however, complaints will be prepared for posting by being reviewed and corrected by our editorial team. We do our utmost to complete this step within 24 hours, however, this timeframe may change depending on the influx of complaints at that moment in time and depending on whether it is a weekend or holiday. We will notify you via email when your complaint (which, remember, has already been submitted to the company in its original form) is posted to our website.

Question 47

Why is my complaint not posted or why is the posted complaint deleted?

Accepted Answer

In the Rejected Complaints tab, you can track complaints deemed unfit for posting and find out why they were rejected. Some common reasons for rejection include: - Misspellings: There are too many typos or spelling errors. - Meaning Unclear: The content or its purpose is difficult or impossible to understand. - Personal information: Your personal or membership information is incomplete or incorrect. - Illegality: Your complaint does not comply with the commercial and fair competition laws by which we must abide. - Promotion: Your complaint directly or indirectly promotes a product or service. - Political or Religious Content: Your complaint contains political or religious content. - Duplicate Complaint: The same complaint is already posted on our website. - Inappropriate Content: Your complaint directly or indirectly targets individuals, organizations or groups with defamatory and offensive statements. - Other: Your complaint is inconsistent with the provisions of Xolvie's Complaint Deletion and Merging guidelines.

Question 48

If the company I am complaining about challenges my claim, how will Xolvie handle the objection?

Accepted Answer

The companies’ objections to the complaints published are assessed in line with the Amendments to the Regulation on Commercial Advertisements and Unfair Commercial Practices along with the guidelines set forth by the Ministry of Trade. Should a complaint be deemed in violation of the publication policy, it will be invalidated.

Question 49

I wrote a new complaint. Why was it added to an older complaint as an "update"?

Accepted Answer

According to our Publishing Policy, the second complaint you filed is addressed to the same company on the same topic of grievance and therefore cannot be posted as a new complaint. Since this is just an update of the previous complaint, instead of deleting the newer complaint, we will add it as an update to the existing complaint and forward it to the company. The fact that your dispute has not been resolved is not a reason for filing a complaint repeatedly on the same subject. This will not expedite or improve the chance for a resolution. Instead of creating a redundant complaint for an unresolved or unanswered complaint, we kindly ask you to describe any progress made (or not made) in your existing complaint in the Write a reply/ Write a thank-you note section on the corresponding Complaint Details page. To do this, find your existing complaint in the My Complaints field, which you can access by logging in and selecting My Complaints in the drop-down menu under your member name or photo in the upper right-hand corner of the page.

Question 50

Topluluk Kuralları

Accepted Answer

Şikayetvar, tüketicilerin somut sorunlarını şeffaf ve hızlı bir şekilde çözmesine aracılık etmeyi hedefler. Şikayetlerin hızlı ve tam olarak çözülebilmesi ve platform güvenliğinin sağlanabilmesi için aşağıdaki topluluk kurallarına uyulmalıdır. Somut mağduriyet ve yeterli bilgi Şikâyet; gerçekleşmiş bir olaya dayanmalı; tarih, işlem/sipariş/fatura bilgisi, ürün/hizmet adı, marka ve yaşanan adımlar açıkça yazılmalıdır. “Şüphe/olasılık” içeren, genel kanaat veya temenni niteliğindeki paylaşımlar yayınlanmaz. Hakaret, kişisel saldırı ve karalama içermeme Hakaret, küfür, kişilik haklarına saldırı; delilsiz/kötü niyetli ve itibar zedeleme amacı taşıyan genellemeler yayınlanmaz. “Tüm ürünleri sahte”, “şirket dolandırıcı” gibi ispatlanmamış genellemeler kaldırılır; somut olaya odaklanmak çözüme ulaşmak için daha etkilidir. Yönlendirme ve reklam içermeme “Şuradan alın/buradan almayın”, “X yerine Y markayı seçin” gibi başka markaya yönlendirme içeren ifadeler yayımlanmaz; TTK’daki haksız rekabet hükümleri gözetilir. Marka seçimi / doğru muhatabın belirlenmesi Şikâyette ilgili markanın doğru seçilmesi/ belirtilmesi çözüm için kritiktir. Marka adı yoksa veya faaliyet alanıyla uyumsuz marka seçildiyse şikâyet yayından kaldırılabilir ya da düzeltme istenebilir. KVKK ve gizliliğin zedelenmemesi Kişisel veri (TC no, telefon, adres, IBAN, siparişte yer almayan üçüncü kişi bilgisi vb.) paylaşılmamalıdır. Açık rıza olmadan üçüncü kişilerin isim/görüntüleri yayınlanamaz. Tekrarlanan/çoğaltılan içerik yasağı Aynı konu için birden fazla şikâyet açmak yerine mevcut şikâyetinizi güncelleyin. Mükerrer içerikler yayından kaldırılır. Başkası adına şikâyet yasağı Şikâyet, bizzat olayı yaşayan kullanıcı tarafından yapılır. Markalar çözüm için şikâyet sahibiyle iletişime geçer; bu nedenle başkası adına yazılan içerikler kabul edilmez. Şikâyet niteliği taşımayan içerikler Beğeni/teşekkür, soru/öneri/istek, personel-işveren uyuşmazlıkları, firmalar arası alacak-verecek ve ihbar içerikleri kapsam dışıdır; bu tür içerikler yayından kaldırılabilir. Ulaşılabilirlik ve iletişim E-posta/telefon bilgileriniz güncel olmalıdır; markanın çözüm için sizinle iletişim kurmasına izin verin. İletişim kurulamayan kullanıcının şikâyetleri yayından kaldırılabilir. Zaman aşımı Olay tarihinin 3 yılı aşması hâlinde şikâyet yayına alınmayabilir. Devam eden mağduriyet varsa güncel bilgi/kanıtla şikâyetinizi güncelleyebilirsiniz. Kanıt/ek belge ihtiyacı Şüphe/sahte şikâyet riski veya doğrulama ihtiyacında fatura, sipariş no, foto/video istenebilir. Belge sunulana kadar içerik askıya alınabilir. Dil ve üslup Metin anlaşılır ve mümkün olduğunca yazım hatalarından arındırılmış olmalıdır; yoğun yazım hatası içeren metinler düzeltilmek üzere geri çevrilebilir. Video şikâyet kuralları Aydınlık, duyulur kalite, titreşimsiz ve konuyu net anlatan videolar hazırlayın. Yüzleri ve kişisel verileri kapatın; açık rıza yoksa üçüncü kişiler görünmemelidir. Doğru markayı seçin; hakaret, rakip karşılaştırması/yönlendirme ve tekrarlanan şikâyetlerden kaçının. Şartları karşılamayan videolar yayınlanmaz. Şikâyetiniz İçin Hızlı Kontrol Listesi  Olay tarihi + işlem/sipariş/fatura no Marka (doğru seçildi mi?) Ne yaşandı? (kısa, adım adım) Ne bekliyorsunuz? (iade, değişim, teslim vb.) Kanıt (fatura, ekran görüntüsü, foto/video) Üslup (saygılı, somut, yönlendirmesiz) Kişisel veri var mı? (gereksizse çıkarın) Tek kayıt + güncelleme (tekrarlamayın)

Question 51

Şikayetvar’ın resmî WhatsApp hesapları var mı?

Accepted Answer

Evet. Şikayetvar’ın kullandığı iki resmî WhatsApp numarası vardır: 0850 840 45 77: Doğrulama kodları ve şikayetinizle ilgili bildirimler için kullanılır. 0850 640 01 40: Şikayetinizle ilgili bilgi ve belge talepleri, müşteri teyidi ve ilgili süreçlerdeki bilgilendirmeler için kullanılır. Her iki hesapta da görüşmeyi Şikayetvar başlatır. Bu numaralar, mesaj göndererek yeni bir destek talebi oluşturabileceğiniz hatlar değildir. Destek almak için İletişim sayfamızı kullanabilirsiniz. Size Şikayetvar adına WhatsApp mesajı geldiğinde gönderen numarayı bu listeyle karşılaştırın. Şifrenizi veya size gönderilen doğrulama kodlarını kimseyle paylaşmayın. Mesajın doğruluğundan şüphe duyarsanız İletişim sayfamız üzerinden bize ulaşın.

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